{"id":5952,"date":"2022-06-27T06:50:49","date_gmt":"2022-06-27T09:50:49","guid":{"rendered":"https:\/\/printwayy.com\/blog\/?p=5952"},"modified":"2025-06-12T16:28:27","modified_gmt":"2025-06-12T19:28:27","slug":"suporte-de-ti-veja-as-diferencas-entre-help-desk-service-desk-e-field-service","status":"publish","type":"post","link":"https:\/\/printwayy.com\/blog\/suporte-de-ti-veja-as-diferencas-entre-help-desk-service-desk-e-field-service\/","title":{"rendered":"Suporte de TI: veja as diferen\u00e7as entre help desk, service desk e field service"},"content":{"rendered":"<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5954 size-full\" src=\"https:\/\/printwayy.com\/blog\/wp-content\/uploads\/2022\/06\/suporte-de-ti.png\" alt=\"Uma tela de computador, mostrando em sua tela bal\u00f5es de conversa. \" width=\"1920\" height=\"1000\" \/><\/p>\n<h5>\u25b6\ufe0f\u00a0<b>Clique no play e aproveite a vers\u00e3o em \u00e1udio deste conte\u00fado agora mesmo! Voc\u00ea tamb\u00e9m pode ouvir pelo Spotify, \u00e9 s\u00f3 acessar pelo t\u00edtulo do post aqui em baixo:<\/b><\/h5>\n<iframe src=\"https:\/\/open.spotify.com\/embed\/?uri=spotify:episode:3jHpSX2TbbkCCXtVrhl3IO?si=69622b9b284d46da\" width=\"100%\" height=\"80\" frameBorder=\"0\" allowfullscreen=\"\" allow=\"autoplay; clipboard-write; encrypted-media; fullscreen; picture-in-picture\" loading=\"lazy\" style=\"max-width:100%px;max-height:80px;min-height:80px;\"><\/iframe>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">A contrata\u00e7\u00e3o de um outsourcing de impress\u00e3o comporta in\u00fameras <\/span><a href=\"https:\/\/printwayy.com\/blog\/como-o-outsourcing-de-impressao-e-importante-para-o-core-business-do-cliente\/\" target=\"_blank\" rel=\"noopener\"><b>vantagens para as empresas<\/b><\/a><span style=\"font-weight: 400;\">, e dentro delas certamente encontram-se o <\/span><b>suporte de TI<\/b><span style=\"font-weight: 400;\"> que \u00e9 oferecido ao cliente. E, ele pode vir principalmente destas 03 maneiras: help desk, service desk e field service.\u00a0<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Vale lembrar que, quando falamos em efici\u00eancia de atendimento, esse \u00e9 um dos fatores essenciais que ditam o sucesso do seu neg\u00f3cio, o que ficou ainda mais claro no relat\u00f3rio <\/span><a href=\"https:\/\/www.zendesk.com.br\/customer-experience-trends\/\" target=\"_blank\" rel=\"noopener\"><b>CX Trends 2022, produzido pela Zendesk<\/b><\/a><span style=\"font-weight: 400;\">, onde relatou-se que <\/span><b>61% dos clientes recorreriam a um concorrente ap\u00f3s uma experi\u00eancia ruim<\/b><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">E a exig\u00eancia aumenta a cada ano, j\u00e1 que foi observado um <\/span><b>crescimento de 22%<\/b><span style=\"font-weight: 400;\"> quando comparado ao mesmo estudo feito em 2021. Foi revelado ainda que, <\/span><b>\u00a0se houverem 02 experi\u00eancias negativas<\/b><span style=\"font-weight: 400;\">, ser\u00e3o <\/span><b>76% dos clientes que n\u00e3o far\u00e3o mais neg\u00f3cios com a empresa<\/b><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Esses n\u00fameros s\u00e3o altos, e acompanham o n\u00edvel de import\u00e2ncia que as quest\u00f5es devem ter dentro do neg\u00f3cio. Para oferecer o que o seu cliente precisa, com a qualidade que ele merece, \u00e9 necess\u00e1rio que voc\u00ea disponha de conhecimento e uma boa estrutura para o suporte.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\"> <\/span><b>Sugest\u00e3o do #BlogDaPrintWayy:<\/b><span style=\"font-weight: 400;\"> para saber mais acerca de treinamento corporativo e a relev\u00e2ncia em manter equipes t\u00e9cnicas de qualidade, realize a leitura da publica\u00e7\u00e3o mencionada a seguir:<\/span><\/p>\n<p><a href=\"https:\/\/printwayy.com\/blog\/de-um-bom-treinamento-corporativo-se-obtem-um-otimo-suporte-tecnico\/\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-3621 size-full\" src=\"https:\/\/printwayy.com\/blog\/wp-content\/uploads\/2020\/05\/treinamento-corporativo-outcoursing-de-impressao-1.jpg\" alt=\"Instrumentos musicais, postos para uma banda tocar, representam o treino - treinamento corporativo.\" width=\"1920\" height=\"1000\" \/><\/a><\/p>\n<p><span style=\"font-weight: 400;\">A partir de agora, voc\u00ea ser\u00e1 apresentado a 03 categorias de suporte de TI, como se d\u00e1 o funcionamento delas, e as diferen\u00e7as que cada uma comporta. Continue a leitura para compreender melhor como atender \u00e0s demandas da sua opera\u00e7\u00e3o.<\/span><\/p>\n<h2 style=\"text-align: center;\"><b>Help Desk X Service Desk X Field Service: conhecendo as diferen\u00e7as destes suportes de TI<\/b><\/h2>\n<h4><b>Help Desk<\/b><\/h4>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Esse tipo de suporte \u00e9 uma maneira de facilitar o contato dos seus clientes e a resolu\u00e7\u00e3o de problemas t\u00e9cnicos relacionados aos equipamentos que h\u00e1 no parque locado, por exemplo. \u00c9 por meio dele que sua empresa \u00e9 acionada, podendo ser realizada online (por chat, e-mail, site) ou por telefone, a depender da maneira que voc\u00ea realiza o gerenciamento de chamados por a\u00ed.\u00a0<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Os atendimentos que s\u00e3o solicitados por meio deste tipo de suporte tendem a ser resolvidos rapidamente e de maneira \u00e1gil e, geralmente, \u00e9 utilizado um software para realizar seu gerenciamento dos tickets.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Uma das funcionalidades oferecidas pelo <\/span><a href=\"https:\/\/printwayy.com\/dragon\/\" target=\"_blank\" rel=\"noopener\"><b>PrintWayy Dragon<\/b><\/a><span style=\"font-weight: 400;\"> \u00e9 justamente essa, sendo uma \u00e1rea onde o cliente pode realizar a abertura de chamados diretamente no sistema, e com poucos cliques ter a solicita\u00e7\u00e3o encaminhada, podendo visualizar o status de andamento dela, al\u00e9m do provedor poder realizar o controle de SLA em cada um dos chamados que receber.<\/span><\/p>\n<div id=\"attachment_5956\" style=\"width: 1450px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-5956\" class=\"wp-image-5956 size-full\" src=\"https:\/\/printwayy.com\/blog\/wp-content\/uploads\/2022\/06\/suporte-tecnico-ti-help-desk-printwayy.png\" alt=\"Imagem ilustrativa do PrintWayy Dragon, demonstrando a tela de chamados ativos.\" width=\"1440\" height=\"598\" \/><p id=\"caption-attachment-5956\" class=\"wp-caption-text\">Imagem ilustrativa do PrintWayy Dragon, demonstrando a tela de chamados ativos.<\/p><\/div>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Gerenciar os chamados por meio do sistema gera fluidez aos processos dentro da sua organiza\u00e7\u00e3o, sendo fundamental para a resolu\u00e7\u00e3o de problemas, auxiliando que voc\u00ea profissionalize o atendimento que oferece, alcance a fideliza\u00e7\u00e3o, e tenha o hist\u00f3rico dos atendimentos j\u00e1 oferecidos.<\/span><\/p>\n<h4><b>Service Desk<\/b><\/h4>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Entende-se que, quando uma demanda \u00e9 muito complexa para ser atendida pelo help desk, \u00e9 o momento para o service desk entrar em a\u00e7\u00e3o. Esse tipo de suporte \u00e9 conhecido por ser um grau acima do primeiro mencionado aqui, e \u00e9 tratado por um profissional altamente qualificado e especializado na \u00e1rea de TI.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Mesmo que possa demorar a ser resolvido, considerando seu grau de dificuldade da demanda, ele tamb\u00e9m deve ser tratado de maneira \u00e1gil, e com a inten\u00e7\u00e3o ainda de diminuir qualquer impacto que a falha causou, aplicando todas as t\u00e9cnicas avan\u00e7adas as quais deve possuir dom\u00ednio.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Ainda, para exemplificar a voc\u00ea onde esse suporte atua, \u00e9 realizado especialmente em situa\u00e7\u00f5es como erros de sistema, no gerenciamento de permiss\u00f5es, al\u00e9m de falhas que possam ocorrer nos servidores.<\/span><\/p>\n<h4><b>Field Service<\/b><\/h4>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">J\u00e1 no field service, que pode ser traduzido por servi\u00e7o de campo, \u00e9 a situa\u00e7\u00e3o onde n\u00e3o h\u00e1 maneiras de resolver o problema remotamente, sendo necess\u00e1ria a visita presencial ao local onde o cliente est\u00e1.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Dentro do seu outsourcing de impress\u00e3o, algumas situa\u00e7\u00f5es que exemplificam esse tipo de suporte s\u00e3o as visitas t\u00e9cnicas para consertar alguma pe\u00e7a do equipamento o qual apresentou alguma falha, instala\u00e7\u00e3o de novas m\u00e1quinas, configura\u00e7\u00e3o de softwares.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">E tamb\u00e9m por meio dele podem ser realizadas as <\/span><a href=\"https:\/\/printwayy.com\/blog\/manutencao-preventiva-em-impressoras-planilha\/\" target=\"_blank\" rel=\"noopener\"><b>manuten\u00e7\u00f5es preventivas<\/b><\/a><span style=\"font-weight: 400;\"> e corretivas dos equipamentos que est\u00e3o no parque do cliente. Em nosso blog, mostramos os processos que fazem parte da modalidade preventiva, como program\u00e1-la, e tamb\u00e9m como criar rotinas para colocar em pr\u00e1tica.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Voc\u00ea pode acessar o material <\/span><a href=\"https:\/\/materiais.printwayy.com\/planilha-para-o-controle-da-manutencao-preventiva-e-corretiva-em-impressoras\" target=\"_blank\" rel=\"noopener\"><b>Planilha para o Controle da Manuten\u00e7\u00e3o [Preventiva e Corretiva] em Impressoras,<\/b><\/a><span style=\"font-weight: 400;\"> criado por n\u00f3s, para deixar todas as impressoras em dia, planejando e acelerando o trabalho t\u00e9cnico, minimizando custos e preju\u00edzos, e possuindo um registro de todo o trabalho realizado em cada equipamento.<\/span><\/p>\n<p><a href=\"https:\/\/materiais.printwayy.com\/planilha-para-o-controle-da-manutencao-preventiva-e-corretiva-em-impressoras\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-3089 size-full aligncenter\" src=\"https:\/\/printwayy.com\/blog\/wp-content\/uploads\/2019\/11\/planilha-manutenc\u00e3o-impressora.jpg\" alt=\"Banner convite para acessar a planilha de controle da manuten\u00e7\u00e3o de impressoras.\" width=\"1200\" height=\"630\" \/><\/a><\/p>\n<h5 style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Espero que tenha aproveitado essa publica\u00e7\u00e3o! Ah, voc\u00ea n\u00e3o precisa esperar at\u00e9 a pr\u00f3xima segunda-feira para acessar outros conte\u00fados nossos, basta nos seguir nas m\u00eddias sociais para visualizar diariamente dicas, informa\u00e7\u00f5es e dados relevantes que contribuir\u00e3o com o seu sucesso. Estamos no <\/span><a href=\"https:\/\/www.facebook.com\/app.printwayy\" target=\"_blank\" rel=\"noopener\"><b>Facebook<\/b><\/a><span style=\"font-weight: 400;\">, <\/span><a href=\"https:\/\/www.instagram.com\/printwayy\/\" target=\"_blank\" rel=\"noopener\"><b>Instagram<\/b><\/a><span style=\"font-weight: 400;\"> e <\/span><a href=\"https:\/\/www.linkedin.com\/company\/9192936\/\" target=\"_blank\" rel=\"noopener\"><b>LinkedIn<\/b><\/a><span style=\"font-weight: 400;\">. Encontro voc\u00ea por l\u00e1. <\/span><span style=\"font-weight: 400;\"><\/span><\/h5>\n<p><a href=\"https:\/\/printwayy.com\/blog\/es\/soporte-de-ti-conoce-las-diferencias-entre-help-desk-service-desk-y-field-service\/\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" class=\"wp-image-6206 alignright\" src=\"https:\/\/printwayy.com\/blog\/wp-content\/uploads\/2022\/02\/contenido-es.svg\" alt=\"Accede a este contenido en espa\u00f1ol.\" width=\"400\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"O suporte de TI \u00e9 uma quest\u00e3o primordial dentro do outsourcing, e h\u00e1 diferentes modalidades para serem oferecidas ao cliente. Venha conhec\u00ea-las!","protected":false},"author":11,"featured_media":5955,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","episode_type":"audio","audio_file":"","podmotor_file_id":"","podmotor_episode_id":"","cover_image":"","cover_image_id":"","duration":"","filesize":"","filesize_raw":"","date_recorded":"","explicit":"","block":"","footnotes":"","_links_to":"","_links_to_target":""},"categories":[314],"tags":[252,431,144,526,254],"series":[],"class_list":["post-5952","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-suporte-tecnico","tag-atendimento-ao-cliente","tag-chamados","tag-help-desk","tag-printwayy-dragon","tag-suporte-tecnico"],"episode_featured_image":"https:\/\/printwayy.com\/blog\/wp-content\/uploads\/2022\/06\/suporte-de-ti-2.png","episode_player_image":"https:\/\/printwayy.com\/blog\/wp-content\/uploads\/2022\/06\/suporte-de-ti-2.png","download_link":"","player_link":"","audio_player":false,"episode_data":{"playerMode":"light","subscribeUrls":[],"rssFeedUrl":"https:\/\/printwayy.com\/blog\/feed\/podcast\/blog-da-printwayy","embedCode":"<blockquote class=\"wp-embedded-content\" data-secret=\"Fm9qsoEUbY\"><a href=\"https:\/\/printwayy.com\/blog\/suporte-de-ti-veja-as-diferencas-entre-help-desk-service-desk-e-field-service\/\">Suporte de TI: veja as diferen\u00e7as entre help desk, service desk e field service<\/a><\/blockquote><iframe sandbox=\"allow-scripts\" security=\"restricted\" src=\"https:\/\/printwayy.com\/blog\/suporte-de-ti-veja-as-diferencas-entre-help-desk-service-desk-e-field-service\/embed\/#?secret=Fm9qsoEUbY\" width=\"500\" height=\"350\" title=\"&#8220;Suporte de TI: veja as diferen\u00e7as entre help desk, service desk e field service&#8221; &#8212; Blog da PrintWayy\" data-secret=\"Fm9qsoEUbY\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\" class=\"wp-embedded-content\"><\/iframe><script type=\"text\/javascript\">\n\/* <![CDATA[ *\/\n\/*! 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